RETURNS & EXCHANGES

Due to the effects of COVID-19, it is possible there will be a slight delay in processing returns. If you have any concerns please contact customer service at customercare@tigerlily.com.au.
 

Full Price Items

Full priced items are eligible for a full refund or store credit if the item/s meet our return conditions. 

Promotional Items

Promotional items are eligible for a full refund or store credit if the item/s meet our return conditions, such as “70% off Everything” where a promotional code is entered at the checkout and applies a discount to a full price item.

Clearance Items

Clearance items are final sale and are not eligible for a refund unless the item is faulty and meets the criteria for a refund. These items have their RRP crossed out and clearance price listed in red. In the event a promotional code is applied to a clearance item the item is not eligible for a refund.

 

RETURN INSTRUCTIONS

If for any reason you are not satisfied with your purchase, please follow these steps for an efficient and easy return:

1. Head to our Returns Portal and follow the prompts.
Take note of the return address on the confirmation page and your return request number (eg.#9A56EE). An email will also be sent to you with this information.
2. Pack all items you would like to return in their original wrapping with your invoice in a secure carton or satchel.
3. Attend your local Post Office and send your return package to the returns address from the confirmation page.

Please allow up to 7 business days for us to receive your return.

Once received in our warehouse, we will inspect and process the goods within 72 hours, and you should receive your refund within 1-5 business days from date of receipt.

We will email you confirmation of your refund back to your original payment method.

We do not offer a free returns service. We recommend insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team at customercare@tigerlily.com.au for assistance.

 

ALL RETURNS WILL BE SUBJECT TO THE FOLLOWING CONDITIONS:

  • Items must be returned in their original condition, unworn, unaltered, unwashed and have all tags still attached.
  • Items must not have any dirty marks, make-up or fake tan marks.
  • Items must not smell of perfume, deodorant, cosmetics or washing power.
  • Swimwear can be returned if it is unworn, and in its original condition with all tags and protection stickers attached.
  • Underwear must be worn when trying on swimwear for hygiene reasons.
  • When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. 
  • Customers are to cover the cost of the return postage, unless your items are deemed faulty by our team.
  • From the date of purchase, Australian customers have 14 days to return their item/s.
  • From the date of purchase, International customers have 30 days to return their item/s.
  • For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels.
  • Unless the item is deemed faulty by our team, we do not refund the cost of shipping.
  • Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the returns address as per our returns process.

If you have any questions, please contact customer service at customercare@tigerlily.com.au for assistance.

 

EXCHANGES

Currently we do not offer exchanges. To avoid disappointment, we recommend placing a new order for the item/s you would like to purchase, and returning your existing item/s for a full refund to our online warehouse following the steps listed above under “returning your item/s”.

 

FAULTY OR INCORRECT ITEMS

We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at customercare@tigerlily.com.au with your order number and a brief description of the fault or incorrect item. Images of the fault or incorrect item would be highly helpful and assist in resolving the matter efficiently.

Once assessed by our team, we will confirm next steps. Items deemed to have a major fault can be returned for a refund, credit note or an exchange for another item. Items deemed to have a minor fault may be able to be repaired for you. Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is deemed to be faulty.

 

HAVE ANOTHER QUESTION?

Please contact customer service at customercare@tigerlily.com.au for assistance.